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Head of Customer Experience

2 months ago

Leeds, Leeds, United Kingdom Page Personnel Sales Full time
About Our Client

Page Group is proud to be partnering with a leading business that is seeking a highly skilled Head of Contact Centre to join their Senior Leadership team.

This innovative and forward-thinking company is looking for a strategic leader who can drive customer experience excellence across the organization.

Job DescriptionKey Responsibilities
  • Develop and implement a customer-centric strategy to drive business growth and improve customer satisfaction.
  • Collaborate with the business technology team to optimize the use of CRM systems and drive positive outcomes for customers.
  • Lead the development of operational strategies to achieve business objectives, aligning KPIs across the department.
  • Manage 3rd party supplier relationships, ensuring contractual agreements are met and performance is optimized.
  • Work closely with the finance function to manage the P&L, resourcing profile, and financial forecasting.
  • Drive continuous improvement activities across operations, fostering a culture of innovation and progress.
  • Hold regular customer operations management meetings to evaluate progress and business strategy.
  • Engage in cross-departmental collaboration to identify and address potential issues.
  • Leverage MI reporting to interpret data and drive improvements accordingly.
  • Develop key stakeholder relationships across the wider business.
Requirements
  • Proven experience managing a similar Customer Operation/Contact Centre function.
  • Experience in a regulated environment.
  • Management of 3rd party relationships.
  • Strong commercial and financial acumen.
What's on Offer

This is a fantastic opportunity to join a growing Leeds-based business as their new Head of Contact Centre.

The role offers a salary of up to £65,000 plus bonus and excellent company benefits.